You certainly could be right. In which case, I appreciate that the frequent traveler and loyalist probably isn't as important to the bottom line as we tend to think that we are. If Mr. Nassetta really doesn't care about the opinions of his 60-100/night a year guest, then I guess that's his prerogative.

But I also don't think those things (MR, Suite upgrades, matching status) were the primary things that have been identified upthread. Surely the run of the mill guest cares about cookie crumbs on the carpet from the last guest... or piles of trash in the hallway... or an understaffed front desk... or a breakfast corner that doesn't keep its advertised times.

Frankly, I think it's the height of arrogance for the CEO of any hospitality company right now to suggest that their brand is getting so much right, and that the only thing they have left to worry about is towel fluffiness. It's not that Hilton is doing any worse than Marriott right now, it's the smokescreen and misdirection that should be called out by guests, employees, and shareholders alike.

To be honest, I find it all rather insulting that corporate appears to think all of their constituents to be so gullible.